6 Replies Latest reply on Jul 18, 2011 4:40 AM by Adam Wilden

Use a template with Mail manager - 7.4

Adam Wilden Jul 18, 2011 4:00 AM

Hi folks,

OK - I'm feeling really stupid about asking for help here as it's for something I've done many times with no problem but can't seem to get right anymore!

It's also something simple - but things may have changed for 7.4....

Basically we have a new section using LanDesk from this week and I'm setting up their mail mapping.

With the other teams I've always been able to associate the mapping with a Process and a Template.

MailManager however, no longer lists the templates that have been associated with the selected process anymore. It seems you can have either / or but not both.

So I assumed I could just select the Template and leave the process blank - but when I do this and try to save, MailManager puts up an error saying "You must specify a Process or a Template" - which I already have!

Need to get this sorted quickly so any help gratefully accepted.

Cheers - Adam.

1. Re: Use a template with Mail manager - 7.4

karenpeacock Jul 18, 2011 4:05 AM (in response to Adam Wilden)

Hi

You should be able to select your process and then your template. If you look at your template in template designer and look at the properties tab - have you selected the right process here? You say that you've associated the process to the template so perhaps you have but this is the step which is usually missed.

Best wishes
Karen
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2. Re: Use a template with Mail manager - 7.4

Adam Wilden Jul 18, 2011 4:16 AM (in response to karenpeacock)

Hi Karen,

Yes, the correct process is assigned via Properties in Template designer.

In MailManager if I start a new mapping and go first to the Templates drop down I can see them all.

But if I select a Process first, most of them disappear - as if being filtered.

Thanks.
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3. Re: Use a template with Mail manager - 7.4

Adam Wilden Jul 18, 2011 4:27 AM (in response to Adam Wilden)

More testing on what *is* showing and it definitely seems to be that MailManager isn't recognising the association of the Template to the Process in most cases.

There seems to be no way we can create or change an exsiting tremplate and add it to a mail mapping.
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4. Re: Use a template with Mail manager - 7.4

dmshimself Jul 18, 2011 4:31 AM (in response to Adam Wilden)

What happens if you turn off the process associated with a template? Does the template then make a magical appearance in mail manager mappings? From memory there was a time you couldn't use the same template twice in a mapping (not unreasonable) so copies had to be made.
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5. Re: Use a template with Mail manager - 7.4

Adam Wilden Jul 18, 2011 4:35 AM (in response to dmshimself)

Hi Dave,

Doesn't make a dieference.

We have a few existing templates which were never associated with a process, and I've created new ones today which both are and aren't.

Once we select one of our Incident processes from the drop down in mail manager, all of these vanish from the Template drop-down.

I've logged a support call as they ahve our DB and should be able to reproduce.

Cheers - Adam.
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6. Re: Use a template with Mail manager - 7.4

Adam Wilden Jul 18, 2011 4:40 AM (in response to dmshimself)

OK - Ignore my last email.

You are correct. We hadn't tested that combination.

Template has to be not already in use AND associated with the correct process.

Thanks to both.
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